Troubleshooting & Support

Here are some tips and tricks to debug common internet problems before getting in touch with us. If in doubt, give us a call or send us a message.

1. Is everything plugged in and turned on?

Everyone—including us—has made this mistake before. We swear it’s plugged in and turned on, but somebody else comes in and finds we were looking at the wrong cord. Double-check your connections for power and networking cables.

Please do NOT unplug Power over Ethernet (PoE) devices from Kiza without speaking to us first. Unplugging these can severely hamper the chance of us fixing your issue remotely and require a site visit to get things running again. When our radio dishes and routers are online, we can often monitor, debug, power cycle (reboot), configure, and upgrade the devices remotely.

If you don’t know what the equipment is, it’s best not to touch it. Please take a photo and send us a message first. Plugging the wrong thing into the PoE side of the injector can damage your equipment!

2. Plug in to your router

Many devices nowadays run on WiFi. Unfortunately, WiFi can cause problems from poor speed tests to completely dropped connections. When possible, plug directly into your router or WiFi access point via an Ethernet cable to eliminate potential problems. Turn off WiFi on your device if plugging in directly, to ensure it uses the best connection and does not continue to use WiFi.

3. Restart your device

Sometimes simply restarting your computer, phone, etc. can solve the problem.

4. Reboot your router

There are a variety of WiFi routers on the market, including Ubiquiti’s Amplifi HD, Amazon’s eero, and many more. While the exact steps may vary, the concept is the same.

1. Unplug the power cable (or turn off the power switch, but most models don’t have this).
2. Wait a minute (at least 30 seconds, seriously!).
3. Plug it back in.
4. Wait another minute for the router to initialize and reconnect.
5. Test the internet again.

Still need help?

Contact us here!